Changes / RudderStack / Intercom destination got affected for all customer tiers.

RudderStack: Major incident: Intercom destination got affected for all customer tiers.

Summary

RudderStack reported a major Intercom destination outage affecting all customer tiers across EU and US data processing pipelines. Intercom’s WAF blocked requests with the User-Agent header set to RudderLabs. The incident started at 2024-07-15 12:23 UTC and was resolved at 2024-07-15 13:54 UTC, lasting 1 h 31 min; RudderStack reported the issue fixed.

Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.

Major incidentLabel: outage (model (Jev), 100%)Changed Detected Source: stspg.io (opens in new tab)

What changed

AddedTitle#1
Before: not present
After: Intercom destination got affected for all customer tiers.
AddedImpact#2
Before: not present
After: major
AddedStatus#3
Before: not present
After: resolved
AddedStart time#4
Before: not present
After: 2024-07-15 12:23 UTC
AddedResolved time#5
Before: not present
After: 2024-07-15 13:54 UTC
AddedAffected components#6
Before: not present
After: Data Processing Pipeline - Data Processing Pipeline (EU), Data Processing Pipeline - Data Processing Pipeline (US), Data Processing Pipeline (EU), Data Processing Pipeline (US)
AddedUpdateidentified#7
Before: not present
After: We have identified that a Web Application Firewall (WAF) from Intercom's side is blocking requests when the User-Agent header is set to RudderLabs. Our team is actively working to resolve this issue as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience.
AddedUpdatemonitoring#8
Before: not present
After: The issue has been fixed, and we are currently monitoring it.
AddedUpdateresolved#9
Before: not present
After: This incident has been resolved. Incident timeline: 13th July, 11:15 PM (UTC) to 15th July, 11:10 AM (UTC)

First version of this incident archived by Rewindex. View the live incident (opens in new tab).

History of this incident

When (UTC)ChangeKind
Major incident: Intercom destination got affected for all customer tiers. (this change)
RudderStack reported a major Intercom destination outage affecting all customer tiers across EU and US data processing pipelines. Intercom’s WAF blocked requests with the User-Agent header set to RudderLabs. The incident started at 2024-07-15 12:23 UTC and was resolved at 2024-07-15 13:54 UTC, lasting 1 h 31 min; RudderStack reported the issue fixed.
Major incident

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